Returns / Product Returns

You can return all items purchased in the ZOÉ LU Shop to us within 14 days without giving a reason. The cost of the return label will be deducted from your refund.

How does a return work?

1. In the fields below, enter the order number with the prefix BEST- and the corresponding number, as well as your postal code or telephone number.

2. Select one or more items you would like to return and provide a reason for each return.

3. Click the “Return items” button and a QR code will be generated for you. It is best to take a screenshot of it right away so that it is permanently saved in your photos. At the parcel shop, a DHL return label will be created when the QR code is scanned. This means you no longer need your own printer for the return label.

Please note that processing your return may take up to 14 days.

If you have any questions, email us at returns@zoelu.com.

How much does a return cost?

Return from Germany: 2,95 EUR

Return from Austria: 3,95 EUR

Switzerland: 10 CHF - The return label is included in the package. You do not need to register your return!

Return from other EU countries: 10 EUR

Return from NON-EU countries (excluding Switzerland) 10 EUR 

Exchange

You can register an exchange for the same product in the returns portal, and of course, it is free of charge.

Complaints & Defects

If an item has a defect or arrived damaged, please contact our customer service directly at shop@zoelu.com. Please include your order number, a brief description of the defect, and a meaningful photo or short video. This will allow us to review your case as quickly as possible. If a valid defect is found and the item can no longer be exchanged, you will of course receive a free return label so that you can easily send the item back to us.